In this session RingCentral will discuss the trends driving consumer behaviour and examine what Covid-19 can tell us about the changing customer behaviours. As the customer landscape continues to change with more millennials and gen Z making up large sects of your customer base, enterprises must ask how to ensure their customer contact strategy is flexible and robust.

• Examining why customers want an easy life and investigating what your omnichannel strategy needs to look like
• Explore why we use the channels we use (and which channels are rising and falling in preference)
• What is the role of chatbots and how can data be leveraged as the new currency in the customer relationship